Managing Negativity and Rumors During Crisis

A 9/11 researcher interviewed me the other day to ask questions about my personal and professional experience in Manhattan on that day. At one point, we talked a bit about the phenomenon of people coming up with alternate theories about the terrorist attacks. OK. I’ll just say it: He wanted to know what I think […]

A Process for Key Messaging During Disaster

I’ve written about the oft under-emphasized practice of assessing the characteristics of an effective message that stands out and increases the likelihood that what’s being said is also being heard. It’s a subject Brandon and I will cover with attendees of a workshop we’re hosting in April. For the rest of you communication ninjas, I […]

A New Guide for Public Information Officers

It was about this time two years ago that Paul and I talked and both said, “Hey. We should do a crisis communication blog. Or something.” History. This year-end countdown has been fun for me, because I get to look over what we’ve published that People. Like. You. Actually. Like. (I. Get. To. Make. Up. […]

Putting the “I see!” in ICS for Communicators

Wow. 2015 sure happened, didn’t it? In the spirit of this season of giving, Paul and I are counting down (and re-sharing, re-posting, re-tweeting, re-facebooking, etc., etc.) our Top 10 Most Read Pieces (look at all those caps!) from this year of the Crisis Communicator blog. We’re continuously blown away by how many people visit […]

Talking Points are a Guide, Not a Script

A public information officer colleague returned from a recent disaster incident deployment and gave me the lowdown on how the job went. Turned out it could’ve been better! A particular low point for my friend came when he was demobilizing and had a short exit interview/debrief with the incident commander, focusing on his team’s contributions. […]